De-Escalation for Property Managers
Property managers are no strangers to escalated situations. Eviction notices, delayed repairs, rent increases: one might say handling escalation is a core part of the job. This session gives property managers a practical way to handle those moments in a way that protects the resident relationship and reduces the chance of an unsafe situation unfolding.
Key Takeaways:
- Where escalation actually comes from
- How to keep your composure when someone else has lost theirs
- A step-by-step conversation process for bringing the temperature down
- How to explain a policy and hold a boundary without hardening the conversation
- Pre-escalation habits and safety considerations for in-person interactions
*Please Note: When registering, there is an option to ask a question for the instructor. Submit your toughest questions as there will be time at the end for a limited number of questions.
Course Pricing:
- APASS Members: FREE!
- Member Pricing: $39.00
- Non-Member Pricing: $80.00
This course qualifies for 1.00 CEC Credit and is ideal for:
Meet Your Instructor
Luke Wiesner, M.S., P.C.C.
Chief Programming Officer, Pollack Peacebuilding Systems
Luke is Chief Program Officer at Pollack Peacebuilding Systems, where he leads the firm's training, facilitation, and organizational peacebuilding work. He got his start in the industry mediating landlord-tenant court cases and has since designed and delivered de-escalation and difficult-conversation training for frontline and supervisory teams across industries, including property management. Luke and his team deliver de-escalation programs for property management companies across the country, giving teams a common approach and shared language for heightened resident conflict, so frontline employees can navigate escalations safely and companies can build the systems that give their people confidence and support in showing up every day.
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